Adrian Swinscoe
MARCH 18, 2024
Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity around disruptive […] The post What happens when you give data back to people? – Interview with Jamie Smith of Customer Futures first appeared on Adrian Swinscoe.
Zendesk
MARCH 18, 2024
In the current landscape of customer service, expectations are skyrocketing, with demands for faster and higher quality service experiences becoming the norm. Zendesk’s Workforce Engagement Management (WEM) solution is best positioned to help companies navigate these challenges. Our AI-driven capabilities in workforce management (WFM) and quality assurance (QA) are tailored to optimize service operations, enabling organizations to not only meet but exceed customer expectations with better
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SixteenVentures
MARCH 18, 2024
Pods, a collaborative team structure, have been around for several years but have become increasingly popular in both Customer Success (CS) and Sales, especially as the former has become even more efficiency-focused in the past year. While Pods share some similarities between Sales and Customer Success, their core objectives and functionalities differ based on the […] The post Pods in Customer Success vs.
Customer Think
MARCH 18, 2024
The new AI copilot is shaping the Voice of Customer insight into demonstrated product-led revenue
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
TeamSupport
MARCH 18, 2024
In today's fast-paced world, customers require quick solutions to their problems. This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Let's just get right into it! Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business.
Zendesk
MARCH 18, 2024
Ask and you shall receive in the form of forecast flexibility! You can now show staffing forecasts based on operational hours right inside Zendesk WFM. When working to support customers we’re usually looking at two request scenarios – live channels such as chat and voice in which we are helping our customers in real-time, and non-live channels such as emails and web forms in which we set expectations with our customers that we will get back to them within a specified amount of time (
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Zendesk
MARCH 18, 2024
Everyone has needs – our customers, our company, and the agents too. I was an agent (I’m now a Customer Success Manager) so I get this side of the barricade better than most. WFM gives us agents the ability to bring needs together to improve customer experience, get the resources we need to do our job well, and the best work-life balance possible.
Customer Think
MARCH 18, 2024
New enterprise AI application boosts relationship manager productivity and enriches client interactions
Zendesk
MARCH 18, 2024
It’s simple: when you need them, you really need them. That’s why we are excited about these new options that will make your life scheduling more adaptable. You can now change your scheduled working time down to the minute and see schedules by the month. Now that’s what we’re talking about. What’s in it for you 1-minute increments for your schedules: From time to time, we found that teams needed more options when scheduling.
TeamSupport
MARCH 18, 2024
In today's fast-paced world, customers require quick solutions to their problems. This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Let's just get right into it! Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Zendesk
MARCH 18, 2024
Delivering superior service experiences requires organizations to improve their internal service operations first. With the latest advancements in artificial intelligence, these organizations have the opportunity to make their service processes more efficient, which allows service agents to deliver both speedy and quality service interactions with their customers.
Zendesk
MARCH 18, 2024
It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the services, you have no customer experience. They are critical to building that experience – and to delivering it. When I first start working with new clients, I interview the executive team, a sampling of employees across all departments, and a sampling of customers across various personas.
Zendesk
MARCH 18, 2024
Not only is this going to be a great feature long term (we have some fun default reports on our roadmap), but we started by populating your first default report with a banger – the (much anticipated) long-term Attendance report! In Reports – under the Reports Templates, we’ve now broken down two options; Default reports and Custom reports.
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